Before answering scheduling questions, it's important to be clear on the interviewer's expectations. If you haven't had a chance to clarify their scheduling needs, now would be the perfect time to ask! Consider asking, 'What are the scheduling expectations for this position?' If they expect you to work 12 hour days, it would be important for you to know that before you respond with, 'Absolutely! No problem!' You want to be sure that you can meet their expectations.
If it turns out their schedule expectations won't work for you, think about what you CAN offer and see if you can meet in the middle. It's much better to discuss these things in an interview than for you to commit to a schedule that won't work for you. Keep in mind that, in most states, an employer cannot demand that an employee work more than 44 hours per week.

More Answer Examples

Entry Level Example
"If overtime is required in this role, I am happy to accommodate whenever I can. My only restriction is that I cannot work Wednesday nights as I have an evening course those days."

Experienced Example
"I am available for full-time work which is preferably 8-5 Monday to Friday. I am happy to be a team player and work some overtime, as required. Will these hours meet your expectations?"

"I come into stress when a client is unsatisfied or when a well-laid out plan appears to be falling apart. To deal with this, I focus on the task at hand and remind myself than anything can be fixed with a smile and some concentration. I believe my ability to communicate effectively with clients, vendors, and service providers, during these moments helps reduce my stress in these situations and also reduces any stress the client may feel."

A concierge will undoubtedly encounter stressful situations, especially during busy seasons if working for a hotel group. A personal concierge may encounter stress in the form of an unpredictable day or demanding client. Communicate your ability to overcome stress, remain focused, and produce results.

More Answer Examples

Entry Level Example
"Stress is part of any demanding job and I embrace it to the fullest. I take good care of myself personally and prioritize my workload to maintain a healthy balance in my stress levels."

Experienced Example
"As a hotel concierge, I handle stress very well, and when you call my references, they will attest to this fact. When I am under pressure on the job, I focus on the task at hand and make sure not to get distracted. Staying on deadline is very helpful, and I will delegate when necessary to alleviate some stress."

Have you ever been yelled at by a patron? How did you handle the situation?

Professional Answers Preview

"On the odd occasion that a patron is upset with me, I remind myself not to take it personally. Most of the time, there's a reason behind the patron's frustration. Instead of losing my cool, I focus on my task, which is providing the best service possible. Sometimes, it helps to apologize to the patron for the stress they've gone through. Showing empathy and good manners can turn a situation around quickly."

As a concierge, it is vital that you remain composed at all times. Your position is meant to alleviate stress from others, and so, if you react poorly in certain situations, that is counterintuitive behavior. Assure the interviewer that you can handle a situation, such as being yelled at by a patron, with professionalism and class. Use a real-life example, if you have one.

More Answer Examples

Entry Level Example
"I understand through my training that a client will express frustration often when they feel a lack of control. This could be a client who got lost in a city they are new to, an individual who is late to a meeting, or perhaps someone who did not get the rental car they expected. If a patron yelled at me, I would simply ask them what exactly they would like me to do, and do just that. Once they feel heard and see me taking action to mend their situation, I am sure the issue would quickly iron itself out."

Experienced Example
"In my six years as a concierge I have seen my share of unpleasant clients but luckily have not been yelled at too often. One situation I recall is when a hotel patron's car service did not show up, and he was running late for a meeting. He was visibly upset, so I arranged for a private service that our hotel used as a back-up. The driver was very professional, showed up very fast, and got him to his meeting on time. I like solving problems like this for people."

User-Submitted Interview Answers

I handle critisism in a posistive open manner. I do not take it personal. I focus on what I can do for ther guest.

2.

Analysis the problem and I will explain to labour in understanding manner.

3.

Listen and try to understand take the criticism and fix and learn from it.

4.

I take it in a positive way of learning and self improvement.

5.

I encourage criticism. It helps me to grow, learn and improve my short-comings.

6.

Well since the communication is always respected it and opened.

7.

I always value constructive criticism but if it is something too personal or hurtful, I have learnt to ignore it and move on.

8.

I am always open to personal and professional improvement therefore I see criticism as an opportunity to grow and do better.

9.

Constructive criticsm is there to aspire you to perform higher than you currently are, so I take it in good stead.

10.

I was never an individual who allowed criticism to get to me. From friends and peers around me and I was always told that I had very good character and get condoned sometimes when I would let certain people so called "treat me like anything". I like to turn criticism into a chance of a person allowing to express their feelings and return the conversation with a just word.

11.

Friendly way nice talk efficient and professional.

12.

I explain thins politely.

13.

I enjoy criticism to not take future reference notes on how to better myself .

14.

I appreciate criticism. Sometimes its a great way to reassess my weakness and view myself in a different way. Other times it can come from a hateful place but I am able to discern between constructive criticism and hateful criticism.

I have called off work, reason why is due to feeling ill and going to emergency room.

2.

Only for emergency reasons.

3.

Yez .I had a sharp pain in my back due to my sciatica.

4.

No I never called off before, why because I know its a business I get hired because they need my presence to be on time all time.

5.

Yes, when my daughter was a new born and she was sick all she wanted was to nurse.

6.

I very rarely call in sick. Years have gone by and I have not used any sick leave. But once a couple of years ago, I did come down with an illness that kept me home for 3 days.

7.

I always try to do my work a head before time even if I am sick, unless I can't beat my sickness.

8.

Yes, i've called off work not one shift at coles or subway but at catering because they're always on a friday and saturday, sometimes sundays. The hours are long, 2pm to 12 sometimes 1 am. Last year was the year of 21sts so obviously with as much time notice as I can i'll let my manager know which usually isn't a problem. As long as there's enough notice.

9.

Yes, because my daughter was terribly Ill and I came back with her doctors escuse including her symptoms and diagnosis.

10.

Yes, as of right now due to a situation with my knee. I am willing to change my position and my career to assist my life better.

11.

Yes. I get massive migraines.

12.

Yes I did. I had received a call early one morning stating that my grandmother has been hospitalized. My grandmother and I are very close so when I got the news I was shocked and scares at the same time. I then decided that I couldn't go to work because I needed to be there for her so I made the call to state that I will not be reporting to work due to a family emergency.

13.

Yes I did. I'm not the person who always off work but when I do its because I'm sick or I don't feel well.

14.

Yes, I have been called off before due to some misunderstandings that led to some problems.

Yes. During my experience on a cruise ship as a Group Services Coordinator - I came onboard without knowing what to expect and being in a completely new and unfamiliar environment. I had to learn my position in 2 weeks, along with onboard ship safety training and adjusting to life on board. I worked constantly, and was learning constantly, but I always created a balance for myself, because I was determined to succeed.

2.

I have never worked in a stressful position, but I have been in positions with disagreements that needed resolution. What I did was take every aspect into consideration then tried to seek collaborative solutions if necessary.

3.

I have always enjoyed what I did, so I never felt like I was having a stressful job.

4.

Yes a lot of times. Being calm. Have the list one by one what will I do first until the last.

5.

Most positions can have their off days but knowing how to deal with stressful periods is imperative to any job. I see stressful periods as a test to my capability and personality of which I must keep a clear head and aim to resolve as quickly and perfectly as I am able to.

6.

A position that I worked under that I felt was stressful. I think being a customer service representative you are faced with a lot of different personalities and charters. And sometimes when what the customer wants and the customer is not able to get. A individual might get a bit feisty. But the way I handle it is to remember that if two dogs are barking no one is being listened to, I handle it by remembering everything in life has an ending you clock out of work you'll graduate a lot of things life is always evolving I remember that I can deal with situations.

7.

Yes. I work as a waitress in a beachside cafe. Every day that I go to work is different with different clients and their requests. The most stressful time at this cafe is during The Swell Sculp.

8.

More concentration and quick action work in order which is first and be friendly.

9.

Yes I have worked in a stressful position in which I had concurent projects along with helping various other departments . I handled everything accourding to importance and having attention to detail on every assignment.

10.

Well some time I have do multiple working but I have capabilities to do all types of situations.

11.

Set priorities and stay calm.

12.

Yes. I just always say to my self that I can do this.

13.

Yes. Be calm and relax. Take a deep breath and continue work.

14.

Security job could be very stressful but especially working in a school environment, but I handle stress very well, because I'm very patient, another thing that help me to do the is compassion, due to that it helps me overcome stressful situation all the time.

15.

Yes I have, I just have to walk away for a bit to take a breather. But I am known to be very good at handeling stressful situations.

Have you ever been yelled at by a patron? How did you handle the situation?

User-Submitted Answers

1.

Yes. There are guests that come to me upset for whatever reason, but I remember to not take it personally, and to always listen and show empathy and be calm and remind them that I am here to help.

2.

I was never in such situation but if I was, I would listen to the patron, if in an open area, invite them to an isolated area with supervision, where matters can be discussed and hopefully resolved, so as to not disturb any other patrons.

3.

Yes a lot of times with a very disappointed guest. I just listen to the guest first apologize and give some complimentaries for them.

4.

I have been yelled out by a patron and how I remained calmed and provided service to the patron was to remember other situations where I was under pressure and maybe uncalm. But remembered but you have to take integrity in your job. Since I am a people person I am able to figure out ways of calming different customers down depending on the situation.

5.

At the reception when phone ringing who is free has to answer not wait for other department cashier or Reception.

6.

Yes, I have been yelled and called various names . Yet I try to get the situation into a calm enviornment try to understand how the customer feels and try to come to an understandable agreement.

7.

Yes I have to be clam and listen to every person this is my duties.

8.

Did not take it personal, show compassion.

9.

Yes, all the time, because I love to find a solution in other to help out, I always stay calm to figure out the problem and help out, a solution always come out it how you handle it, every problem has a solution as long that you know how to handle it in professional manner.

10.

Yes, after me giving all the suggestions I can offer to resolve the problem, I would ask what it is they would like for me to do. If that doesn't help I call in a manager, I try my hardest to handle things without getting a manager involved.

11.

Yes, in this industry. I let them vent their frustration, resolved the situation to the best and continue to provide.

12.

Yes I have been yelled at. It can definitely throw you off your game. In order to regain composure,
*I acknowledge they are upset.
*Thank them for bringing the situation to my attention.
* Try sitting them down to calm them.
* Listen to why they are upset.
* Ask what will make things better for them.
* Promise to see it through to a resolution.

13.

I experience one of the family member was angry while I am working as an interpreter wanted to smoke after long flight and didnt want to answer any of the officer questions, he was tired, I felt his nervousness, brought him water bottle, welcoming him, trying to calm him down and explain that its only few minutes and he would be able to go outside and smoke.

14.

Yes once at catering where the guest had too much to drink and was gettting impatient with his meal. It was 15 minutes behind schedule where he grabbed my wrist and said what the fk is taking so long...? I asked him nicely to let go of me and assured him that the food was on his way and apologised for the wait, keeping it professional and not letting my emotions get in the way.

15.

Yes I have. In this case, I asked the patron to come to an office away from the other patrons. I apologized to the patron saying that I was sorry that he felt that way. I listened to him,I maintained eye contact and then I spoke to him as calm as possible giving reasons for what transpired between him and another colleague. Since this issue was at a hotel. He was offered dinner at the hotel's restaurant for the inconvenience.

My greatest strength is the ability to adapt to dynamic and changing environments quickly.

3.

My greatest strength is being organised, I write a check-list for the slightest outing. From going to school, to planning an event. I am also very energetic and eager to learn.

4.

My greatest strength would be my passion. I am passionate at whatever I do so I naturally give it my all and seek every opportunity for me to grow both as a professional and as a person.

5.

I pride myself on my customer service skills and my ability to resolve what could be difficult situations. With five years of experience as a customer service associate, I have learned to effectively understand and resolve customer issues. On a related note, I also have strong communication skills, which helps me work well with customers, team members, and executives. I am known for being an effective.

6.

My greatest strength is my determination.
No is not an answer. If something needs to be done, for example a resident requires flight tickets to say france and there is none available, I would look at alternatives such as train, ferry etc. Just to give the resident a sense of resolve.

7.

My greatest strength would be my passion. I am passionate at whatever I do so I naturally give it my all and seek every opportunity for me to grow both as a professional and as a person.

8.

More confident be sure I can be adept in any situation.

9.

My greatest strength would be always being a hard working team player whom can be relied on.

I'd say my biggest strengths is efficiency. Working as Travel Assistance Co-ordinator, I had to be excellent in my time management as I was expected to sell insurance policy and coordinates medical evacuation plans from A-Z. This including flight ticket, hotel stay, hospital admission, hospital bills medical or non medical escort and many more. All of these items needed to be coordinated and documented efficiently in order to ensure that my clients’ expectations were exceeded. One other aspect of this position is time-related was the fact that time zones played such a big role in the process. I was able to factor these differences into my work and ultimately provide my clients with a high level of service. I'd say that this experience accurately demonstrates my proficiency with time management and I do believe that I'm well prepared to manage similar tasks at you company."

14.

Is to calm angry customer, I know how to approach people in a professional way to calm them down.

15.

I believe that my greatest strength is to have the ability to put my self in other people shoes.

Have you ever experienced bad customer service? What did you learn from it?

User-Submitted Answers

1.

It is great to respond to other questions and to help them resolve their problem.

2.

Listen try to resolve issue.

3.

No not really, because I love working with people, I know how to handle the customer with a good maners.

4.

Yes, once in my old job I had asked a costumer if they needed anything but did not ask again. Note tobself ask at least twice.

5.

Yes, not to bring yourself to their level.

6.

I had bad experience with one of the fitness clinic, I tried to call the dietitian for ten days she didn't call me back so I had to call the head office to complain. I've been neglected and learned that ignoring people needs is disrespectful.

7.

When I first started at catering I was nervous, I cant say that I was rude or inattentive it was more of my skills in terms of serving food and drink. Sometimes i'd serve the food in a dodgy manner and get nervous and blush but soldiered through and asked the manager and colleagues on tips or techniques to better my serving skills. As time went on I eventually overcame all of the issues and feel confident in serving the guests now.

8.

Yes I have. I've learnt that facial expression says it all and that one needs to be careful how they speak to customers.

9.

I had. When sometimes you can't take someone's attitude and you just wanted to let her wait and I know that's unprofessional but it makes me think that everyone is different. You need to adjust yourself to others just to meet their needs.

10.

Yes, I learned that is not how I want to be I want to interact with people and have a smile on my face.

11.

No always take my time to care I'm a sweet person.

12.

Yes, that really makes your entire day doomed.

13.

I went to are restaurant and was waiting for w long time before a waiter came to our table. This teaches us to always give 100%, since we have to be there for 8 hours, why not work hard.

14.

Yes. At a restaurant in Moncton, NB, I learned that not everyone takes their job as seriously as you may and that to give feedback as you would expect from an unhappy customer at your own restaurant.

15.

Yes .. I learnt that sometimes some clients can be difficult and I have to expect all that and be patient.

What are your goals, and where do you see this business going in five years.

4.

Yes I know your hotel is biggest and well management of the city.

5.

It a high rise hotel with many customer come check in in a daily basis, very professional another thing that pay my attention customers is very value to the company that's one of the reason I want to work for the company.

6.

Over 500 rooms two restaurants starbucks spa vida.

7.

The X hotel is the oldest building in the city. You are a boutique hotel which offers 5 star service that have your competitors trying to match. It has some beautiful architecture through out the building. It has been modernized in recent years for your comfort and we have many upscale shops in the lobby for your shopping pleasure.

8.

I know that westpac is one of Australias leading banks and strive to become one of the worlds leading financial services. Helping it's community, people and customers to prosper and grow, using it's fine stratiegies to provide it's shareholders with superior returns and to build deep enduring relationships with it's customers.

9.

Most of my friends stay at intercontinental hotels, and to them, it represents luxury.

10.

Just recently joining the halifax area, the Hollis Halifax is a branch of Hilton Hotels. Located just blocks from the Halifax waterfront, completed with gorgeous suites.

11.

It's one of hte booming hotels today, provide satisfaction for guest relation. Fast/quick response system and provide good aminities.

I believe I have basic knowledge of the area, and places I have experienced personally. I know directions in and around the city really well. But I would invest my time to refresh my memory to be more knowledgable.

2.

Pretty Well and what I dont know, google is my bestfriend.

3.

I am not two familiar with the area of tenley town. But I have been in surrounding areas like woodley park and Farragut north. Because of lots of travelling that I was able to encounter.

4.

I have been working as well as living in the area for more than 5 years.

5.

By performance excellent service provider.

6.

Very well I go out all the time because I love to experiment new area and what other things I don't know about.

7.

Very well I have been working her for going on four years.

8.

Pretty well, I've lived in downtown for over 7 years.

9.

I know the area very well. I have lived in the district all my life. I shop and eat in this area.

10.

I know it pretty well. The other stuff that I don't know I've been researching it.

11.

I know it well considering I go shopping there all of the time.

12.

I have worked in this area for about 4 years, so I am pretty comfortable with this area.

13.

Its surrounded by big and well known business industry where many people come and go or visit, near to beautiful spots that can catch customer. Guset attention while staying the Hotel.

That would be the XX restaurant. The atmosphere is so inviting. They are white table clothes, chandeliers, interesting artwork and provide 5 star service.

Question 21 of 25

Why did you choose to become a concierge professional?

User-Submitted Answers

1.

I love to help people, and I love meeting new people and getting to know their stories. EVeryone deserves to be as comfortable as possible in their home and environment, and I think that the concierge provides a link to that, and can be someone that a resident places their trust in.

2.

Because I work a security officer for long time, and I love my job and I believe it will be a good fit for my life style.

3.

I feel that I needed a change, and somewhere where I'm interacting with people.

4.

It gives me an opportunity to help create memories.

5.

I choose to become a Concierge because I genuinely like helping people with what they need. I am a warm, friendly person that people can approach. It is a natural position for me because I am good at multi tasking, I enjoy the interaction with Clients. I am equally comfortable speaking with someone in the street as I am with a company executive.

6.

Because I love socialising helping and meeting with new people as well as being a part of the community and giving back in some way.

7.

Love helping people it comes from heart.

8.

For the reason of improving what I have acquire in my past job/work and for II enjoy having conversation or dealing with different people.

9.

Because of my experiences and personal qualities.

10.

So I can use my customer service skills to my best of my ability and grow as an indivudla and keep learning from others.

What is your greatest weakness? What are you currently doing to improve it?

User-Submitted Answers

1.

I would say not be able to handle my job, but I know with the skill and experience that I have in pass job it will help me to overcome any situation that come my way.

2.

My weakness would have how much I care.

3.

My greatest weakness is saying 'no' to a request. I should be getting off shift or going for lunch and if a Client approached me, I will put their needs ahead of my own. If that means, missing lunch or leaving work late I will chose to do that.

4.

Struggling to stay current with all the new technology skills thats arising over the years, in saying that im slowly but surely learning the ins and out whether its using the new products/software or researching them on my own. I'm also a tad pedantic which sometimes sets me back especially at catering when it's fast pace. Such as preparing the tables for the guests or when serving them I have to make sure all the serving sizes are exactly equal. I've learnt to have the right ammount of attention to detail where necessary and not stress too much on things that aren't necessarily important or where it may effect my performance negatively.

5.

Going upand downstairs with high heels on .

6.

When am not satisfied with my work ... Try to get satisfied.

7.

My current weakness is my organization skills, what I am doing is to improve it is to have a notebook and write all th tasks and prioritize them from the most important to least.

Very high and very professional, I work as a customer service rep, I know how to communicate with my customer to find out how to help them and make sure to come out with an answer.

2.

I can effectively communicate verbally or in writing using current tools such as the phone, computer. I clearly write or verbally explain what I need or an answer that I am providing.

3.

I have great communication skills i've never been shy always been a part of the community whether it's in sports or work.

4.

Very strong communication kills. I love communicating with people form any demographic and meeting new people and getting to know them if given the chance.

Question 24 of 25

What experience do you have using team-based messaging applications?

User-Submitted Answers

1.

Very good, how know to handle angry customers I love putting smile on people face, that's goal.

2.

Great, I always get compliments about my customer service.

3.

My customer service skills are 5 star! I do my best so the client leaves feeling 'wowed'
I greet, I ask how may I assist?, I listen, I provide a solution, I thank them for coming in.

4.

Amazing, I've always thrived myself on being able to make someone feel comfortable with me Whether it's body language or my invitation for conversation which is my honest self. I'm always open to helping customers and hoping that after my service they are left satisfied.

We have had concerns about employee theft recently. What would you do if you caught an employee stealing?

About Concierge

August 17th, 2017

A concierge is an employee of an apartment building, hotel or office building who serves guests, with duties similar to those of a receptionist. The position can also be maintained by a security officer over the graveyard shift. A similar position, known as the portero, exists in Spanish-speaking regions. In medieval times, the concierge was an officer of the king who was charged with executing justice, with the help of his bailiffs.[citation needed] Later on in the 18th century, the concierge was a high official of the kingdom, appointed by the king to maintain order and oversee the police and prisoner records.